Many argue the vital 20 percent of your human capital shouldn’t be analyzed like inventory.

But he presents an intriguing performance study of employees at 400 McDonald’s restaurants in Britain. “The study found customer satisfaction levels were 20 percent higher in outlets that employed kitchen staff and managers over age 60 (the oldest was a woman, 83, employed in Southampton).”

McDonalds “attributed the result to the older workers’ additional experience, work ethic, and face-to-face customer relations skills, along with their influence on younger workers.”